Product Support Specialist

Product Support Specialist
📍 Location: Burton-on-Trent, Staffordshire 
💼 Type: Permanent, full-time
💰 Salary: 38,000 - 40,000 per annum

Our client is an innovative and fast-growing technology provider, delivering advanced solutions to customers worldwide. With a strong focus on service excellence, they are seeking a Product Support Specialist to join their expanding support team. This is an exciting opportunity to work with cutting-edge products, support global clients, and contribute to the successful rollout of new releases.

The Role
As a Product Support Specialist, you will play a key role in ensuring customers get the very best out of their systems. You’ll combine your technical expertise with customer service skills to deliver first-class support—resolving issues, providing training, and assisting with product installations. This is a varied and rewarding position where you will also support product testing and documentation, working closely with internal teams to improve services and drive customer satisfaction.

Key Responsibilities

• Provide first-class technical support to customers worldwide, from initial enquiry through to resolution

• Deliver both remote and on-site support, including product installations

• Create and maintain accurate product documentation for internal and customer use

• Support new product releases by executing test scripts and providing feedback to development teams

• Build strong customer relationships while collaborating with the wider support team to improve services

Skills & Experience Required

• Strong communication skills with the ability to explain technical concepts clearly

• Good working knowledge of computer systems in a laboratory environment

• Confident with software use in Windows environments

• Analytical problem-solving skills and the ability to manage/prioritise workload effectively

• Experience supporting software in a regulated lab environment

• Familiarity with IT Service Management frameworks (e.g. ITIL) and SQL Server (advantageous)

• Previous exposure to middleware and/or LIS systems (desirable)

What You’ll Bring

• A results-driven, customer-focused mindset

• Commitment to delivering outstanding service

• Ability to work independently and as part of a collaborative team

What’s on Offer

• Competitive salary and benefits package

• A varied role where no two days are the same

• Opportunities to expand both your technical and professional skills

• Hybrid working model with a base in Burton on Trent

• Supportive, customer-focused team culture